Senior/Principal Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage designated strategic customer relationships throughout their entire journey.

• Enhance Axway’s presence within assigned accounts.

• Increase Annual Recurring Revenue (ARR) through upselling opportunities while minimizing churn and the risk of down-selling.

• Identify additional upsell and cross-sell opportunities.

• Optimize customer use of Axway solutions during the adoption and expansion phases.

• Collaborate with customers and engage relevant Axway team members to address business use cases and introduce new product functionalities.

• Establish and track key performance indicators (KPIs) such as net revenue retention and net contract retention.

• Provide periodic reports following established schedules.

• Foster high customer satisfaction as measured by Net Promoter Score (NPS).

• Create and maintain detailed customer success plans for each account.

• Develop and share best practices with team members.

• Work in partnership with colleagues in sales, product, engineering, marketing, and professional services.

• Relay customer feedback to improve product development and enhance sales opportunities.

• Keep clear documentation of assigned customers.

• Facilitate and conduct customer business reviews.

⛳️ Requirements

• A minimum of seven (7) years of direct experience in customer success or engagement management.

• At least five (5) years of relevant technology experience in software and cloud (SaaS) domains.

• Demonstrated proficiency with MS Office/Teams, Salesforce, ServiceNow, Jira, Confluence, PBI, and/or similar operational tools.

• A relevant University Degree or equivalent professional experience.

• A University degree and ITIL Foundations certification are preferred.

• Exceptional written and verbal communication skills to convey complex technical and business projects/problems and action plans.

• Proven experience and success in engaging with senior and executive-level customer contacts.

• Strong personal organization and problem-solving abilities.

• Capability to thrive under pressure and meet deadlines.

• A robust work ethic with the ability to self-initiate, prioritize, and manage multiple tasks.

• Strong interpersonal skills and the capacity to build trust quickly.

• A client-first approach.

🏝️ Benefits

• Health coverage.

• Retirement plans.

• Paid time off.

• Flexible work arrangements.

• Opportunities for career development.

• Competitive compensation.

• Global cultural benefits.